Live Chat Team Leader (Remote)

Live Chat Team Leader | GreeChat Pty Ltd | Worldwide

Live Chat Team Leader

Team Leader – Live Chat (Work From Home)

Are you ready to lead, inspire, and deliver excellence?

We are hiring a Team Leader for our Live Chat process. This is a fully remote, work-from-home opportunity with a well-established and growing Live Chat company headquartered in Sydney, Australia. Join us to lead a dynamic team, foster an amazing team culture, and earn bonuses based on your performance.

Why Join Us?

• Amazing Work Culture: Be part of a team that values collaboration, innovation, and excellence.
• Performance-Based Bonuses: Unlock additional earnings through your results and leadership.
• Growth Opportunities: Work with an expanding global company that invests in your development.
• Work-Life Balance: Enjoy the flexibility of working from home while contributing to a high-performing team.

About GreeChat

At GreeChat, we are one of the largest and most established providers of Live Chat services. Our mission is to empower businesses by managing their live chat operations end-to-end, enabling them to focus on their core operations while we deliver excellent customer experiences.

We are dedicated to building a workplace where talent thrives. Our three focus areas—engagement, development, and culture—ensure our teams are motivated and equipped to deliver outstanding results.

Key Responsibilities

As a Team Leader, you will:

• Lead and Inspire: Foster a positive, open communication culture within your team.
• Performance Management: Monitor metrics like Attrition, Shrinkage, AHT(Average Handle Time), and TAT(Turn Around Time) to meet targets.
• Ensure Quality: Conduct daily audits, provide feedback, and maintain high service standards.
• Queue Management: Oversee live chat queues and ensure timely, effective responses.
• Scheduling and Training: Manage rosters, break schedules, and training sessions to optimise team performance.
• Client Support: Escalate and resolve product or process issues while supporting Account Managers.
• Reporting and Analysis: Prepare and analyse reports to identify trends and areas for improvement.
• Coaching and Mentoring: Develop team members to align their goals with business objectives.
• Hands-On Support: Step in during high-volume periods or as needed to ensure operational efficiency.

Eligibility Criteria

We are looking for someone who has:

Experience: At least 3+ years as a Team Leader, Team Manager, or Assistant Operations Manager in an international live chat process.

Skills:

• Should possess intermediate to advanced proficiency in MS Office tools (Excel and Word), Google Workspace tools (Google Sheets and Google Docs), and reporting tools such as Google Analytics, Google Tag Manager (GTM), and Looker Studio.
• Six Sigma certification is an added advantage but optional.
• Proficiency in chat applications and tools.
• Exceptional English communication skills.
• A keen eye for accuracy and detail.

Mindset:

• Self-motivated with a strong work ethic.
• Ability to work under pressure and solve problems independently.
• Willingness to learn, teach, and grow in a fast-paced environment.

Mandatory Requirements

• High-speed internet connection.
• Laptop or PC with high specifications (include a screenshot of your speed test and computer specifications in your application).

Interview Process

A simple and streamlined process with three rounds:

• HR Interview
• Written Test
• Operations Interview

Compensation and Perks

• Salary: Monthly salary plus attractive performance-based incentives and bonuses to reward your achievements.
• Work Setup: Six-day workweek with rotational shifts.

Job Type: Full-time

Pay: Up to ₹40,000.00 per month

Benefits:

• Work from home

Schedule:

• Day shift
• Monday to Friday
• Morning shift
• Night shift
• Rotational shift
• Weekend availability

Supplemental Pay:

• Performance bonus
• Quarterly bonus

Education:

• Bachelor’s (Preferred)

Experience:

• Team leader for Live chat: 4 years (Required)
• Live chat: 5 years (Required)
• Google Analytics: 1 year (Required)
• Google Tag Manager: 1 year (Required)

Work Location: Remote

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home